HelpDesk for Human Resources Rel 9.1

This four-day course focuses on the implementation of the PeopleSoft HelpDesk for Human Resources application. It describes the business processes for HelpDesk for Human Resources and teaches implementers how to set up and administer the application.

Administrative topics that will be covered in this course include setting up HelpDesk business units, case management, and security features. You will also learn how to set up and use solution management, as well as configure and use the HR Worker 360-Degree View.

Additionally you will learn how to set up service level agreements to help define expectations for case resolution.

Learn To:

• Automate HelpDesk for Human Resources
• Set up HelpDesk for Human Resources business units
• Use the 360-Degree View to see HR data
• Manage Solutions and Solution Advisor
• Set up PeopleSoft HelpDesk for Human Resources

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Audience

• Technical Administrator
• Administrator
• Technical Consultant
• Functional Implementer

Course Topics Managing Worker Information

• Describe workers
• Synchronize CRM and HCM worker data
• Secure sensitive worker data
• Set up workers
• Set up and use worklists
• Set up provider groups

Setting up Business Units

• Describe HelpDesk for Human Resources business units
• Create HelpDesk for Human Resources business units

Configuring the Case Page

• Describe the case page display and behavior options
• Configure the case page to suit your organization's needs

Setting Up the 360-Degree View

• Describe the 360-degree view
• Set up the 360-degree view

Setting Up Prompt Tables

• Set up basic prompt tables
• Set up competency-related prompt tables
• Set up quick codes
• Set up relationship types

Setting Up the Assignment Engine

• Describe the assignment engine
• Define assignment options for business units
• Maintain worker and group assignment data
• Set up assignment engine weighting factors

Setting Up Links to Human Resources Pages

• Access human resources pages from a case
• Set up portal content references
• Set up links and link categories
• Set up link groups

Setting Up Agreements

• Describe Service Level Agreements
• Create Service Level Agreements
• Apply Service Level Agreements to a case

Managing Solutions

• Describe solution management
• Set up solution management
• Create and maintain solutions
• Apply solutions to a case

Setting Up Solution Advisor

• Identify elements of the solution infrastructure
• Build the search collection

Creating and Searching for Cases

• Describe the case management process
• Use the case search component
• Create a new case
• Manage secure cases
• Manage global and duplicate cases
• Describe call center reports and charts

Working on Cases

• Add solutions to a case
• Review case summary information
• Add notes and attachments to a case
• Manage case tasks
• Track case history
• Manage related cases
• Identify interested parties
• Relate actions to cases

Automating Operations with Active Analytics Framework (AAF)

• Describe how to use Active Analytics Framework (AAF) to automate and standardize help desk operations
• Activate a delivered policy
• Automate workflow using Active Analytics Framework

Working with Configuration Tools

• Describe standard navigation pages
• Describe launch page configuration
• Describe role-specific navigation pages
• Display pagelets
• Personalize navigation pages
• Describe search page configuration

Setting Up Self-Service

• Describe self-service features and security
• Use self-service pages
• Describe live chat
• Configure business units for self-service
• Define reasons for closing and reopening cases
• Configure the self-service interface

Reviewing Security Features

• Describe HelpDesk for Human Resources security

Course Objectives

• Set Up HelpDesk for Human Resources
• Describe Case Management Functionality
• Manage Solutions and Solution Advisor
• Describe HelpDesk for Human Resources Functionality
• Automate HelpDesk for Human Resources
• Manage personnel changes
• Identify and set up security features for HelpDesk for Human Resources